UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will be welcome news to retailers after a damp December, as it will for the government and wider economy, serving as…
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place speak directly to customer experience and trust. What’s more, as the economy shifts toward greater personalisation, consumer trust in how…
As the days shorten and retail’s Golden Quarter gets into full swing, we’re reminded that this is a critical trading period. For retailers and hospitality operators especially, but many other sectors too. While autumn has been mild, when we might…
The business environment remains volatile, unpredictable and hard to read. Globally, there is a challenging geopolitical landscape while at home, the UK economy is giving off mixed signals about future prospects and growth. In this context, it sometimes feels like…
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both sides of the Atlantic this week, however, has been artificial…
Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent number of years. However, by and large, businesses have shown commendable resilience in weathering the storm. For me, though, it’s rare events like the global CrowdStrike…
Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the UK. In addition to the article, the comments from readers were equally revealing as they highlighted some pressing concerns: the…
We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless it is a blow to confidence and morale as 2024 gets going. On the positive side, the size of the…
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish the personal touch they received when they visited the iconic…